Ticket automations
When a ticket is created, updated or commented on and matches your conditions, set its priority or status, assign it, label it, leave a note or notify someone.
Settings → Ticket automations
Ticket automations do routine work the moment something happens to a ticket: when a ticket is created, updated or commented on and it matches your conditions, the automation sets its priority, moves it, assigns it, labels it, leaves a note or tells someone. A common first one: when a requester replies to a closed ticket, move it back to open.
Where to find it
- Open Settings and choose Ticket automations under Integrations & API.
- Owners and Admins can create and change automations. Roles that can only read them (such as Auditor) see the list and can open each one with View.
- Each automation in the list shows its trigger, how many conditions and actions it has, and how often and how recently it ran. The switch on the left turns it on or off without deleting it.
Create an automation
- Choose New automation.
- Give it a Name that says what it does.
- Under When, choose the trigger: A ticket is created, A ticket is updated or A comment is added. Changing the trigger clears the conditions, as some only make sense for one trigger.
- Add conditions under If all of these are true (see below). With none, it runs for every ticket.
- Add up to 10 actions under Then.
- Choose who Changes are made as. That person is shown as having made the change, in history and notes.
- Select Save. A new automation is on straight away.
Conditions
Every condition must be true for the automation to run. Each one compares a field with a value using is, is not, is one of (a comma-separated list), contains, does not contain, is set or is empty, depending on the field. Values are picked from your own statuses, priorities, projects, labels and people.
- Type, Priority, Status, Open or closed, Project and Channel (Email, Portal, Chat, Phone, API or Internal).
- Title and Description: contains or does not contain some text, or is set or empty.
- Assignee: a particular person, or whether anyone is assigned.
- Label: whether the ticket has a particular label.
- Whether the ticket has a requester at all.
- The requester's groupings: department, site, unit and company, each shown in your workspace's own words. Values come from your groupings lists.
- Whether the requester is VIP.
- Changed field (updates only): status, priority, assignee, type, labels or title.
- Comment by (the requester, or someone on the team) and Comment visibility (public reply or internal note), for comment triggers only.
Actions
- Set priority.
- Move to status. Reopening a resolved ticket records the automation's name as the reason.
- Assign to a person, or Nobody (unassign).
- Add label. Existing labels are kept.
- Add internal note: up to 1,000 characters, signed with the automation's name. Requesters never see it.
- Notify a person with an in-app notification about the ticket.
Changes go through the same checks, notifications and webhooks as if the acting person had made them by hand.
How automations run
- For each event, every switched-on automation for that trigger is checked in turn against the ticket as it was at that moment, and every one that matches runs.
- Changes an automation makes never set off other automations, so they cannot loop.
- An automation acts with its acting person's access. If that person is deactivated or removed, the automation stops working and its runs are recorded as failed until you pick someone else.
- Only an Owner or Admin can make an automation act as someone else; anyone else allowed to edit automations can only choose themselves.
Check what an automation did
Open an automation to see Recent runs: the ticket, whether it was applied or failed (with the reason), and when. Runs are kept for 90 days. To remove an automation, open it and choose Delete; tickets it already changed keep those changes.